Performance Interval

The Performance Interval report displays statistics for selected service queues for a specified date that describe the service queue’s actual versus forecast performance and the forecast’s accuracy for each half-hour interval.

You can also select which fields to display, except for Service, Date, and Interval, which are required. By default, all fields are selected.

Fields in this report

Field	Definition
Abandon %	The percentage of calls abandoned during the interval. Abandoned % = (A ÷ B) × 100 Where: A = Number of calls abandoned while the call was in queue or ringing the agent’s phone for the service queue during the interval, whether or not the call persisted for less time than the service level seconds B = Number of calls offered for the service queue during the interval
Agents Actual	The count of full time equivalent (FTE) agents supporting the service queue during the interval. Agent time is included only when the agent is in service. Agents actual = A ÷ 1800 Where: A = In service time, in seconds, for agents scheduled to support the service queue during the interval
Agents Actual – Agents Forecast	The number of Agents Actual minus the number of Agents Forecast.
Agents Actual – Agents Scheduled	The number of Agents Actual minus the number of Agents Scheduled.
Agents Forecast	The number of forecasted agents required for the service queue during the interval. Agents forecast = Sum of forecasted agents ÷ Number of intervals with at least one forecasted agent
Agents Scheduled	The number of agents scheduled for the service queue during the interval.
Agents Scheduled – Agents Forecasted	The number of Agents Scheduled minus the number of Agents Forecast.
Average Handle Time Actual	The actual average handle time during the interval. Average handle time actual = total handle time actual ÷ calls handled
Average Handle Time Forecast	The forecasted average handle time during the interval. Average handle time forecast = total handle time forecast ÷ calls offered forecast
Average Speed of Answer	The average amount of time that callers spend in queue waiting for their calls to be answered. Average speed of answer = A ÷ B Where: A = Queue time of calls that were answered during the interval. Queue time includes the time from when the ACD queues the call to the service queue until the time when the agent answers the call. B = Number of calls for the service queue that were answered during the interval.
Calls Offered Actual	The actual number of calls routed to the service queue during the interval that are answered or end in the service queue. In most cases the call is counted in the interval during which it is routed to the service queue.
Calls Offered Forecast	The forecasted number of calls routed to the service queue during the interval.
Forecast Accuracy	The percentage of forecasted calls to actual calls offered for the service queue during the interval. Forecast accuracy = (A ÷ B) × 100 Where: A = Forecasted calls for the service queue during the interval B = Actual calls offered for the service queue during the interval
Handle Time Accuracy	A measure of how accurate the forecast handle time is. Handle time accuracy = (A ÷ B) × 100 Where: A = Forecast average handle time B = Actual average handle time

This field appears in non-interactive service queues only

Field	Definition
Maximum Contacts in Queue	The maximum number of non-interactive contacts in queue for the interval. For interactive service queues, reports display a dash for this field.

This field appears in interactive service queues only

Field	Definition
Service Level % Actual	The actual service level percentage, a speed-of-answer goal that is often expressed as a percentage for answering calls within a specified number of seconds. Rollups of this value (for example, the value displayed in the coverage drawer, the summary row of the Forecast page, and in reports) is based on a weighted calculation using the interval service level % and contacts offered.

Field

Definition

Service Level % Actual

The actual service level percentage, a speed-of-answer goal that is often expressed as a percentage for answering calls within a specified number of seconds.

Rollups of this value (for example, the value displayed in the coverage drawer, the summary row of the Forecast page, and in reports) is based on a weighted calculation using the interval service level % and contacts offered.